Having a Customer Success Manager or Department is a recent phenomenon in businesses. Earlier this role was fulfilled by Key Account Managers/Sales professionals but with the advent of Saas businesses where the product is under constant evolution and revenues are realised on a monthly basis and not annual or upfront/one time payments, this role becomes all the more critical for Saas companies.

Responsibilities :

- Act as a trusted advisor to key customer stakeholders and executive sponsors to drive solution adoption and ensure maximum customer business value

- Establish and nurture customer relationships with a focus on enhancing customer satisfaction

- Understand customer business challenges and goals, and offer expert solution options

- Proactively monitor activity of current customers

- Help secure account renewal through impactful account engagement

- Collaborate with Sales, Support and Services to promptly resolve customer issues

- Serve as the voice of the customer within Veris, to recognize and capture prevalent issues and pursue upstream solutions

- Thrives in customer-facing roles, including relationship building, expectation setting, and timeline management

- Excellent communication skills (written and verbal); serve as a conduit between the customer, Support, Account Management, Product, Sales & Marketing.

- Track Customer satisfaction & effectiveness of solutions

- Map customer journey and manage Onboarding of Customer, Trainings & Deployments

- Bachelor's degree; preference for computer science or related degrees along with an MBA

- Since its a startup you will get opportunity to work across domains if the candidate wishes to switch profiles - Fund raising to business development to marketing etc depending on your capabilities and desires.

Required Skills :

1. A customer focussed approach - the ability to filter the needs, wants, desires, junk and pain points of customers

2. Detail-oriented with strong communication and collaboration skills

3. Track record of using data to drive activity

4. Technical aptitude and experience working with enterprise software tools (not mandatory though)

Desired Skills :

1. Motivated by customer success and dedicated to driving long term value within accounts

2. Expertise working with large, complex accounts in a customer facing role

3. Relevant work experience within a SaaS or subscription software company

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